Embedded integrations
The Glean in support applications insights report provides insight into how much your organization is using Glean in Zendesk, Glean in ServiceNow, and Glean in Service Cloud.
Prerequisite
You must have the Insights Moderator role to access this feature. To learn more about user roles in Glean, see User roles.
To open the Embedded integrations tab, click your profile in the lower-left corner, then select Insights → Embedded integrations.
A teammate is considered an active user of an embedded integration when they take one or more of the following information-seeking or feedback actions:
- Expand the Summary or Suggested Next Steps by clicking “See more”
- Click on the Summary tab
- Click on Resources tab, Related Tickets or Knowledge Articles subtabs
- Click on the Agents tab
- Clicking see more under Summary or Next Steps
- Opening a document from Next Steps
- Upvoting or downvoting Summary or Next Steps
- Generating a response in the composer (Draft a response with Glean)
- Conducting a search
- Opening a document from search or autocomplete
We calculate usage on a weekly and monthly basis:
- Weekly active users are integration users who have completed one or more of the above actions over the most recent seven-day period.
- Monthly active users are integration users who have completed one or more of the above actions over the past 28 days.
info
We will be adding more fine-grained metrics and insights to this dashboard in the future.